Handle tickets in Gorgias: Facebook comments, recommendations, and mentionsUpdated an hour ago

Once your brand's Facebook page is connected to Gorgias, your team can respond to customers on Messenger and manage comments, page recommendations, and ad comments from the helpdesk. Each interaction creates a ticket, and replies sent from Gorgias appear on Facebook just as if you replied natively.

Respond to Facebook activity

When your Facebook page is connected to Gorgias, the following types of activity can be handled in Gorgias:

• Facebook comments (including ad comments)
• Facebook recommendations
• Facebook Messenger messages
• Facebook mentions

Every top-level comment on a post, every new review, and every new mention creates a new ticket in your helpdesk. The first message in every Facebook ticket is from Gorgias Bot, and it contains a link to the activity that you can click to view on Facebook.

The comment, review, or mention appears as the next message in the ticket.

Hover over the  Channel icon on the message to confirm the type of Facebook activity, then follow the steps below to respond from Gorgias:

1. From your helpdesk, open a ticket from Facebook.
2. Hover over the message to see the available actions:
   • Click  Like or Unlike to add or remove your page's Like reaction.
   • Click the  Reply by Facebook Messenger icon to send a private reply via Messenger.
   • Click  Hide to hide or un-hide the comment from other Facebook users.
3. Type your reply in the message box and click Send to respond to the comment. Your reply will appear publicly in the comment thread on Facebook.

If a customer deletes their comment, review, or mention on Facebook, Gorgias will update the message in the ticket with a Comment deleted on Facebook label, and the original text will remain available in Gorgias.

Reply privately via Messenger

Sometimes, you might need to share an order number, an address, or other details that don't belong in a public comment thread. You can reply to eligible Facebook activity via Messenger within 7 days of the comment being created, and leave a paper trail in the original ticket of where the conversation continued.

1. From a Facebook ticket, hover over the message you want to respond to privately.
2. Click the  Reply by Facebook Messenger icon. This icon will be unavailable if the comment isn't eligible for a reply via Messenger.
3. Type your response in the pop-up.
4. Click Send.

After the private reply is sent, an event appears in the original ticket with a link to the ticket where the Messenger conversation takes place. Gorgias will create a new ticket if no recent Messenger conversation exists or if the last message was more than three days ago; if a recent Messenger conversation does exist, Gorgias will add the reply to that existing ticket. Either way, the ticket is closed to keep it out of your views, and it will reopen once the customer replies.

Understand the types of Facebook tickets

Facebook comments

When Facebook comments are enabled, Gorgias creates a ticket every time a customer comments on one of your posts, including ads. You can reply publicly, reply privately via Messenger, or hide, like, or unlike the comment from the ticket in Gorgias. Replies to the top-level comment will update the ticket.

Facebook recommendations

When Facebook recommendations are enabled in Gorgias, a ticket appears in your helpdesk for each new review on your page, and it's updated with each new comment on that review. The ticket subject contains the sentiment of the review: [Name] recommends [Page] for a positive review, [Name] doesn't recommend [Page] for a negative one, and Review from [Name] when the sentiment can't be determined. You can reply publicly, reply privately via Messenger, or hide, like, or unlike the review from the ticket in Gorgias.

Facebook mentions

When Facebook mentions are enabled in Gorgias, a ticket is created when a user or another page mentions your Facebook page in a post or comment. A mention ticket will be updated with new replies only when they contain your Facebook page's @ mention. You can like or reply to the comment containing a mention from a ticket, but you can't hide the comment or reply privately via Messenger.

FAQ